Customer Service Representative

Benefits:

SIMPLE IRA 3% Match

Dental insurance

Paid time off

As a CSR, you will be an important part of our office and operations team. Your responsibilities will include:

Customer Service

Answer incoming customer calls in a professional and friendly manner.

Serve as a primary point of contact for customers throughout the restoration process.

Respond to customer questions, concerns, and requests.

Communicate professionally with homeowners, property managers, insurance representatives, and other customers.

Handle difficult or upset customers with patience and professionalism.

Follow up with customers to make sure their needs are being addressed.

Escalate customer concerns to management when appropriate.

New Job Intake & Scheduling

Take incoming emergency and restoration calls during normal business hours.

Gather accurate information regarding the property loss and customer's needs.

Enter new jobs and customer information into company systems.

Schedule inspections, appointments, crews, and technicians.

Confirm appointments and communicate schedule changes.

Coordinate schedules between customers, technicians, project managers, and other team members.

Assist with emergency restoration dispatch and coordination.

Job Coordination & Communication

Communicate job updates between customers and field personnel.

Monitor job status and identify items requiring follow-up.

Keep customers informed regarding scheduling and project updates.

Document customer conversations, requests, and important job information.

Ensure job records are accurate and up to date.

Follow through on customer requests until they are resolved.

Office & Administrative Support

Maintain accurate customer and job records.

Assist with paperwork and documentation.

Enter and maintain information in company software.

Assist management and office staff with administrative duties.

Help maintain an organized and professional office environment.

Perform other duties as needed to support the team.